Mobile network Three remains down this morning, leaving thousands of customers with no phone signal or data, leaving them unable to make calls, send texts or WhatsApp messages.
The company's technical difficulties have been ongoing since 11.32pm on Wednesday night according to DownDetector, and have continued into this morning.
The reason for the failure still remains unclear. The Mirror reports that of those who reported issues, 42% said the problem was with mobile internet, 38% with their mobile phone, and 19% were getting no signal.
Glasgow is still struggling with the outage. You can get a status update for your local area by entering your postcode into its signal status checker .
Customers have voiced their frustration with Three UK and have called for more information on when the network will be back up and running as well as compensation.
Three has recommended any customers still having issues try restarting their phones or turning airplane mode on then off.
What are your refund rights?
Depending on your circumstances, your provider may be able to offer you some money back while repairs are carried out - especially if you still have no service.
You can raise this with Three over the phone, online chat or on social media now - however, lines will be very busy as the services get back up from the ground.
In more extreme cases, where repairs take much longer (for example it takes longer than usual to access a mast site to undertake repairs), you may be entitled to an additional refund or account credit.
In cases like this, where you have been without service for some time, you may also have the right to leave the contract without penalty. Your contract may say you can do this if your provider has failed in its obligations to you or breached a key condition.
Additionally, if you've been forced to incur any extra charges because of the outage, like having to pay for public wifi, you can complain to your provider and ask for compensation to cover the unexpected expenses. Keep all evidence including receipts and emails for this as you will have to prove the expenses in your claim.
If Three has promised a service that they haven't delivered, you are well within your rights to ask for the money back covering the hours affected. This would most likely be your monthly bill divided by the month and multiplied by the number of hours affected. Three will most likely have a threshold in place for pay-as-you-go customers.
How do I complain and claim money back?
You should follow their internal complaints procedure. You can get in touch with Three here , although it's worth waiting for the service to be back up and running, first.
If you raise a case but it's still unresolved, or solved without good reason, you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme after eight weeks.
If your problem can't be resolved, ask your provider for a ‘deadlock’ letter so that you can refer your dispute to the relevant ADR scheme directly before the eight week mark.
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